# ~. Thomas CookAirlines USSECURITY MANUAL



# Aviation Disaster Family Assistance Plan

# VThomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN GACMP 

# u.S.A. Page 1

Introduction, To whom it may concern 2 Family Assistance Plan 3 Family Assistance Plan, continued 4 Family Assistance Plan,'continued 5 Family Assistance Plan, continued 6 Thomas Cook Airlines Scandinavia Contacts: 7 Passenger Manifest Information Plan 9 Passenger Manifest Information Plan, continued 10 Enhanced passenger manifest information , 11

# VThomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN GACMP 

### Introduction, Towhom it may concern. Page 2

To meet the requirements stated inthe US Foreign Air Carrier Family Support Act of 1997, Thomas Cook Airlines Scandinavia AlS has issued this Aviation Disaster Family Assistance Plan covering their operation to and from the USA. The plan is backed byThomas Cook Airlines Scandinavia AlS' GroupAirline Crisis Management Plan (GACMP), giving prepared procedures to befollowed atthe Head office ofthe airline, in case of an accident orserious incident to one ofthe company's aircraft. The GACMP istested frequently and is updated on an ongoing basis.
Yours faithfully, Thomas Cook Airlines Scandinavia AlS

Henning Romme-M0lby Head ofQuality &Security

# «:/Thomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN GACMP 

### Family Assistance 

### Plan I. Purpose Page 3

Thomas Cook Airlines Scandinavia AfS ('Carrier") hereby adopts this Aviation Disaster Family Assistance Plan inorder to: (i) Act inthe best interests ofthe families of passengers involved in any aircraft accident involving Carrier's aircraft and resulting ina major loss of life; (Ii) Treat the members ofsuch families with dignity and respect and to assist them in the manner outlined below; (iii) Co-ordinate the assistance which Carrier provides tofamilies of passengers with the efforts ofthe National Transportation Safety Board ("NTSB') and other governmental agencies inthe event of an aviation disaster; (iv) Fulfill Carrier's responsibilities under the Foreign Carrier Family Support Act of 1997. II. Response Planning Carrier will immediately undertake the following measures toenhance its response toan aviation disaster: 1. Carrier will adopt aplan for publicizing a reliable, toll-free telephone number, and will identify personnel, to handle calls from families of passengers. 2. Carrier will develop aplan for providing notification tofamilies ofthe names of passengers using the services ofan independent disaster relief organization designated bythe NTSB orother suitably trained personnel. 3. Carrier will prepare and keep current a listof personnel with family assistance responsibilities. 4. Carrier will identify and commit sufficient resources tocarry out this plan. 5. Carrier will provide adequate training tothe employees and agents ofthe carrier to meet the needs of survivors and family members following an accident.

# ('-/ Thomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN



### GACMP Family Assistance Plan, continued Page 4
6. Carrier will, inthe event that carrier volunteers assistance to United States citizens within the United States with respect to an aircraft outside the United States involving major loss of life, consult the National Transportation Safety Board and the Department of State on the provision of assistance.
III. Passenger Identification and Notification A. Passenger Identification 1. Immediately following an accident, Carrier will compile a listofthe passengers onboard the flight. 2. Carrier will rely on the duly authorized medical examiner orcoroner for positive identification offatalities. 3. Carrier will update the listof passengers periodically based on new information. 4. Carrier will emphasize to its personnel the confidential/sensitive nature ofthe passenger manifest information.
B. Notification Procedures 1. . Immediately upon request, Carrier will provide tothe NTSB family support services director apassenger listthat reflects the best available information atthe time ofthe request. The listwill be marked, ifappropriate, "preliminary and unconfirmed". 2. Before public release ofthe passenger list, Carrier will notify families as soon as it has verified an individual's status as a passenger onthe affected flight without waiting for allthe names of passengers to beverified. Ifat all practicable, notification offamilies will be made in person byCarrier or bythe independent nonprofit organization (e.g., Red Cross) designated bythe NTSB toco-ordinate emotional care and support forfamilies of passengers. 3. Carrier will adopt an intemal airline policy prohibiting the unauthorized release of passenger manifest information. 4. Ifapassenger has died, the medical examiner orcoroner will co-ordinate with the disaster mortuary team commander to provide official notification of death tofamily members.

# VThomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN GACMP Family Assistance Plan, continued Page 5 5, For injured passengers, the hospital is responsible for status updates and either the hospital orthe Carrier will advise the families,
IV, Family Access To The Accident Site 1, Within limitations established bythe NTSB and other federal, state and local authorities, Carrier will respond tofamily requests for access tothe accident site, 2, Carrier will assist the family ofa passenger intraveiing tothe location ofthe accident and will provide for the physical care ofthe family while the family is staying atsuch location, V, Human Remains And Personal Effects 1, The medical examiner and coroner is responsible for the disposition of identifiable and unidentifiable human remains, 2, NTSB and other federal, state and local authorities should return identifiable personal effects tothe passenger's family and nottothe Carrier. The same authorities should determine the disposition ofany unidentifiable personal effects, 3, Ifhuman remains or personal effects come into the Carrier's control, the Carrier will: (i) Consult with each family about the disposition ofany remains or personal effects inthe Carrier's control. (ii) Ifrequested, return to thefamily any personal effects (regardless of condition) within the control ofthe Carrier unless the personal effect is needed for an accident investigation oracriminal investigation, (iii) Retain for eighteen (18) months any unclaimed personal effect of a passenger that is inthe Carrier's control.

# VThomas CookAirlines ' GROUP AIRLINE CRISIS MANAGEMENT PLAN



### GACMP Family Assistance plan continued VI. Designated Independent Organization Page 6

1. Carrier will work with the NTSB-designated independent organization (e.g., Red Cross) on an ongoing basis to ensure that families of passengers receive an appropriate level of mental health and counseling services following an accident. 2. Carrier will provide reasonable compensation tothe designated independent organization for any mental health and counseling orother services provided tothe families of passengers.

VII. Post-Accident Assistance 1. Carrier will consult the families of each passenger about construction bythe Carrier of a monument to the passengers involved inan aviation disaster, including any inscription ofthe monument.

# f..,Thomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN

GACMP Thomas Cook Ajrlines ScandjnaYia Contacts; Page7

# ~ Thomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN



### GACMP PageS



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# ~ Thomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN



### GACMP



## Passenger Manifest Information Plan 

# U.S.A. Page 9

# VThomas CookAirlines GROUP AIRLINE CRISIS MANAGEMENT PLAN



## GACMP 

# Thomas CookAirlines Scandinavia A/S Passenger Manifest Information Compliance Statement Page 10

Thomas Cook Airlines Scandinavia 

### NS ("THOMAS COOK AIRLINES SCANDINAVIA") hereby submits this plan for collecting the information required from U.S. citizen passengers travelling onboard flights operating toand from the United States. 1. On flights where THOMAS COOK AIRLINES SCANDINAVIA isthe operating carrier, THOMAS COOK AIRLINES SCANDINAVIA will secure the collection ofthe required passenger manifest information (first name, middle initial and last name) from all U.S. citizen passengers. 2. Before passengers are permitted to board the aircraft, THOMAS COOK AIRLINES SCANDINAVIA will advise all U.S. citizen passengers, through appropriate notice at airport gates, that they must provide' their full name (first name, middle initial, last name). THOMAS COOK AIRLINES SCANDINAVIA will also request inthe same airport signs, that U.S. citizens provide the name and telephone number ofan emergency contact (other than another passenger onthe same fiight). THOMAS COOK AIRLINES SCANDINAVIA will collectthis information using the attached form. 3. Inthe event of an "aviation disaster", as defined in 14C.F.R. Part 243, THOMAS COOK AIRLINES SCANDINAVIA will provide complete passenger manifest information tothe U.S. Department of State, Managing Director ofOverseas Citizen Services, as soon as possible but no more than three (3) hours later. The phone number forthe Managing director is (202) 647-1512. Upon request, such information will also be provided tothe National Transportation Safety Board. 4. THOMAS COOK AIRLINES SCANDINAVIA will retain a record ofthe required passenger manifest infonmation until all U.S. citizen passengers for acovered flight segment have disembarked from the aircraft.~! 

# Thomas CookAirlines GROUPAIRLINE CRISISMANAGEMENT PLAN

GACMP Page 11
5. THOMAS COOK AIRLINES SCANDINAVIA has established a24-hour contact centre, which isavailable at any"time that THOMAS COOK AIRLINES SCANDINAVIA is operating aflight segment covered bythe passenger manifest information requirements. The name and telephone for the THOMAS COOK . AIRLINES SCANDINAVIA contact is: 

### Thomas CookAirlines Scandinavia Movement Control:

Enhanced passenger manifest information 

# I I THOMAS COOK AIRLINES SCANDINAVIA AfS ENHANCED PASSENGER MANI~EST INFORMATION



# I
The following infonnati~n may be used for all pornons of your itineJryI Passenger Name (Last, First, Middle) IFii9ht" Date"

,

### , 

## : Contact Name'" (contact person cannot be travelling with you on .Contact's Phone number. Country of Citizenship" any flight segment of your itinerary)

I "You are not required to provide this information but are encouraged to do so.

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